Sean Van Tyne 
“Across industries we’re approaching the ‘Vortex,’ a feature horizon whereby winning customers and growing business is no longer a function of new features but something else entirely. Filled with accessible and thought-provoking examples, The Customer Experience Revolution demonstrates how organizations both large and small must engage with their customers to prevent commoditization and sustain a … Read more
“Amazon fundamentally changed the way that people interact and expect to interact with all online providers… When you have a company that sets the new bar on expectations, it sets the bar for every company.” – Gina Pingitore, J.D. Power’s Chief Research Officer, The Customer Experience Revolution Consumers are no longer comparing companies by markets. … Read more
Whitney Quesenbery, author of Storytelling for User Experience and Global UX, says about The Customer Experience Revolution: “Van Tyne and Bean explore case studies of some of today’s most successful companies. As they look at their business, marketing and product design, it becomes clear that the secret to success is to put the entire organization … Read more
“This is the best business book in years! Bean and Van Tyne do a brilliant job of analyzing what winners do to create a world-class customer experience. They spell out the winning steps so you can implement them in your business. If you want to increase sales and customer satisfaction and, at the same time, … Read more
When measuring your customer experience, there are three questions that you may ask your customer that will give you insight into their satisfaction, loyalty and advocacy. The standard “How satisfied are you with…” is always good way to measure basic satisfaction. When compared to “How much do you value…” – you gain tremendous insight. If … Read more
“Where does your brand begin and end? Where does your marketing stop and delivering online start? With cloud computing, online purchases, SAAS use, and live support in social forums, can you even define where your product experience begins and ends? These days you cannot and should not even try. Successful companies have prospered in response … Read more
According to Larry Tesler, “Companies that delight their customers outperform their peers.” We should listen to Larry because he knows what he is talking about. Larry was one of the researchers at PARC (Palo Alto Research Center Incorporated) back in the 70’s. PARC, if you didn’t know, has been responsible for such well known and … Read more
The Cal State Fullerton’s Mihaylo College of Business, the #5 business school in the US, User Experience and Usability Certificate program textbook is The Customer Experience Revolution. Jeof and I will be guest lectures February 18th. I hope those students are ready for us.
Set the stage – describe the role (and the persona if it relevant to the design) and the scenario with a focus on the goal. DON’T explain the design or the rationale – let the design speak for itself – if folks have questions then that is a sign that there is an opportunity … Read more
“The Customer Experience Revolution is a book that everyone who wants to succeed in business must read.” — Todd Robinson, Founder and Former Chairman, LPL Financial “Companies that delight their customers outperform their peers. This guidebook tells us why and how they do it in industries as diverse as retailing, Smartphone, food service and driver … Read more
If you are designing experiences for services then you will need service designers. If it is a space or counter experience then it may include training, architecture, interior design, display design, wayfinding and more. If you are designing experience for a product and that product is a device then you may include industrial designers and … Read more
Sue Baechler, Learning Product Strategist, Game Designer and Founder and CEO of Originaliti Media Inc., shares that games and game-based approaches are transforming the way people work and learn. Michael P Carter, Ph.D., Principal, Twin Learning LL, has found that when people learn through gamming they “enter a simulated environment that prompts them to make … Read more